Healthcare Customer Service Representative II - REMOTE

Job Summary 

The primary responsibility of the Healthcare Customer Service Representative II is to respond to level 1 or level 2 customer inquiries in a timely manner, resolve issues and requests via the phone, e-mail, ticketing platform or chat and deliver a positive customer experience.  Customers can be external, internal, patients or suppliers dependent on the customer service team.  The Customer Service Representative II serves as a cross-functional agent providing services across different business units or support functions. They must have excellent communication skills, ability to handle difficult issues and be customer service oriented. 

Essential Functions

• Handles multiple support disciplines, provides customer service and support to two or more business units or support functions through multiple communication channels, clarifying customer inquiries, effective problem resolution and engaging additional support teams as needed.
• Provides triage support services to identify and resolve common issues related to platforms, applications and back-office systems.
• Proficient in troubleshooting user issues preventing access to needed platforms, applications or web-based services.
• Takes a proactive approach on open issues, reviews requests that may require additional follow-up and identifies potential steps to resolve, expedite or escalate issue in a timely manner.
• Demonstrates knowledge of all systems and programs used within the department. Utilizes departmental programs and systems to complete duties accurately and efficiently.
• Reviews related materials and attends trainings, as directed, to maintain current knowledge of applicable policies and procedures. Remains up-to-date on departmental policies and/or developments impacting area of responsibility.
• Adheres to quality measures and standards captured through quality monitoring and evaluations.
• Effectively manages their own workload. Contributes, where appropriate to the identification of process improvements and efficiency opportunities
• Able to work in a performance driven environment, where specific metrics and standards are used to measure productivity and quality of serviced delivered.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• H.S. Diploma or GED required
• Associate Degree in customer service, business, or a related field preferred
• 2-4 years customer service, Contact Center operations, or related field required

Knowledge, Skills and Abilities

• Strong verbal and written communication skills with the ability to interact professionally with customers.
• Experience using customer service software, call management systems, enterprise (ERP) wide platforms, or CRM tools is a plus.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook), Google Suite, and customer management systems.
• Ability to remain calm and professional under pressure in a fast-paced environment.
• Excellent problem-solving skills and the ability to handle difficult or challenging situations.
• Detail-oriented with strong organizational and multitasking abilities.